Please accept our sincere apologies that your experience at St Martins Lane was one of disappointment. Unfortunately, we have not been able to track your stay and therefore this has impeded our investigation into why your reservations did not appear to have registered correctly in our system, nor why you subsequently received a cancellation notice. We absolutely should have been more attentive, gracious and welcoming, and we appreciate the frustration caused by delays on check-in, particularly when you were celebrating your sister's birthday. Our front desk team or bell attendants should always highlight key areas of the hotel and room amenities and again this has been addressed. We have a limited number of rooms that are smoking and if we had been aware of any concern for your sons' room, we would have organised a room move. Our guestroom directory includes contact details for all management and our Hotel Manager, Andrew Crookston, would have been very pleased to speak to you, either during or following your stay if he had been aware of your concerns at that time. If you have an oppprtunity to contact me direct, I would be pleased to pass on your details to Mr Crookston as he would be very pleased to speak with you.